Return Conditions

You have 30 days from the purchase date to decide if an item is right for you. We gladly accept unused or defective merchandise purchased on nutrivow.com for return.

If you receive a damaged, defective, or incorrect item, please contact Nutrivow Customer Service within 24 hours of receiving your order so that we can review the issue and help resolve it.

Items with customer-induced damage, used products, opened products that cannot be resold for safety or hygiene reasons, and free gifts cannot be returned.

Important: Please do not send your return to the address shown on your package. That may not be our return address and could affect the processing of your return.

We do not refund under the following circumstances:

• The recipient cannot be contacted, or the shipping address, phone number, or postcode provided by the customer is incorrect, resulting in failed delivery.

• The goods are destroyed, abandoned, or returned by the local logistics company due to delivery failure caused by incorrect customer information or failure to receive the package.

• The product has been used, damaged, altered, or returned without prior approval from our customer service team.

Please make sure to enter the correct shipping address, phone number, and postcode when placing your order. When the logistics company delivers, please ensure your phone is contactable.

Note: Please be sure to double-check your return before shipping it out. We will not be held responsible for the return of non-Nutrivow products.

Cancellation

We accept order cancellations before the product is shipped or processed. If the order is cancelled successfully, you will receive a full refund.

We cannot cancel the order if the product has already been shipped out.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This allows us to evaluate the issue and make it right.

To help us review the issue faster, please provide your order number, a description of the problem, and clear photos or videos of the item and package.

Returns

For products that are not defective but the customer wants to return because they changed their mind about the purchase, we accept returns within 30 days after the purchase date.

To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Return Shipping Cost

• Customer Remorse: For returns based on personal preference, changed mind, or ordering the wrong item, the return shipping fee is paid by the customer.

• Defective or Quality Issues: If the product has a confirmed quality issue, we will offer a suitable solution, such as a replacement, refund, or return arrangement. If a return is required due to a confirmed product defect or our mistake, we will cover the return shipping cost.

Refunds

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed to your original method of payment. Please allow 5–10 business days for the refund to appear on your account, depending on your bank or payment provider.

Exchanges

If you would like to exchange an item, please contact our customer service team first.

We can only handle exchanges for the same product when available. The customer is responsible for the shipping cost on exchanges that are not caused by product defects or our mistake.

If you want to exchange for a different product, we recommend returning the item for a refund and placing a new order directly.

We cannot reserve items for exchange. If the product is out of stock when we receive your return, you may choose to wait for restocking or request a refund.

Late or Missing Refunds

If you haven't received a refund yet, please first check your bank account again.

Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and still have not received your refund, please contact us at: support@nutrivow.com

How to Start a Return

To start a return, please contact us at: support@nutrivow.com

Please include your order number, the reason for return, and photos of the product if the item is damaged, defective, or incorrect.

Please Note: Returns must be sent to the specific warehouse address we provide after approval. Do not send items back to the address on the shipping package, as this may not be our return center and may result in the loss of your package.

If your return is accepted, we will send you instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

Contact Us

Our customer service hours are: Mon - Fri: 9:00 AM - 5:00 PM (HKT)

If you have any questions about returns, refunds, exchanges, or your order, please contact us at: support@nutrivow.com

We are closed on weekends and will respond to questions as soon as possible. Your refund may require approximately 3–5 business days to process after we receive and inspect the returned item. Thank you for your patience and understanding.